V2 Rubric Detail — 7ddc3dae-65ca-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:19
Duration
12m 25s
Contact
Latoya Miller
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133157
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Slow Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall50.5% (+14.5)

V2 Grader Summary

The agent identified the speed issue and began logical troubleshooting by suggesting a modem-direct test, but failed to complete a full diagnostic sequence or reduce customer effort. While technically accurate and compliant with OOW policy by offering paid support, the interaction lacked empathy, efficient information use, and resolution. The issue remained unresolved, with no concrete fix provided.

V1 Case Analysis

WHW03 Velop delivering ~90 Mbps vs 1 Gbps plan. Direct modem test confirmed 1 Gbps. Agent offered $15 paid support without attempting configuration troubleshooting. No resolution achieved.

Troubleshooting Steps
  • Collected model, serial, and contact information
  • Confirmed speed directly at modem (1 Gbps)
  • Noted router is out of warranty
Key Observations
  • Agent correctly isolated issue to router by validating modem speed (1 Gbps) [09:00].
  • No configuration troubleshooting attempted despite clear router-side bottleneck.
  • Paid support offered as only path without exploring self-help options (e.g., KB articles, firmware update).
  • Call ended with no case creation, next-step confirmation, or follow-up plan.
  • Agent did not assess Wi-Fi vs. wired performance, device capabilities, or channel congestion.
Positive Highlights
  • Accurately collected model (WHW03) and serial (20J10C68707431) [02:00].
  • Correctly isolated issue by validating modem speed (1 Gbps) [09:00].
  • Accurately communicated out-of-warranty status [11:00].
Agent Errors / Gaps
  • Failed to perform any router configuration troubleshooting (e.g., firmware update, Wi-Fi mode, QoS, channel selection) despite confirming issue was isolated to router [09:00–11:00].
  • Did not offer self-help resources (e.g., KB article, support.linksys.com) before or after paid-support offer.
  • Abandoned call control with vague 'what wish options would you like to proceed' [12:00], leading to abrupt disconnection.
  • No HappyFox case created despite collecting full customer/device details (protocol failure).
  • Introduced paid support as only path before exhausting safe, basic triage steps (e.g., firmware check, Wi-Fi band settings).
  • Did not confirm device Wi-Fi capability (2.4 GHz vs. 5 GHz) or test wired connection to rule out Wi-Fi interference.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the speed issue, did not confirm root cause, and closed with only a paid-support offer.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked about direct-to-modem speed test and identified router as pass-through, but did not guide customer to perform it until later, and skipped key steps like firmware or placement checks.
R3 Met Correct resolution path conf 94%
Agent correctly identified OOW status and offered the documented paid-support path per KB; did not dismiss but provided a valid support option.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (slow speed) and asked about direct modem test, showing logical intent, but did not follow through to confirm results or narrow cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent referenced speed testing conceptually and asked about results, but did not direct customer to use specific tools (e.g., fast.com) or access router UI, which were necessary.
T3 Met No misinformation conf 97%
All technical statements (router as pass-through, need to reconfigure settings) were factually correct and aligned with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent attempted to create a record and frame next steps but was disrupted by customer confusion and repeated IVR playback, losing control briefly.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple terms and repeated info, but was overly scripted; did not confirm understanding after key points like the modem test.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent took initial ownership by gathering info and diagnosing, but transferred to paid support without attempting best-effort troubleshooting steps.
O2 Partially Met Proactive follow-through conf 89%
Agent offered a next step (paid support) and explained duration and cost, but did not set a timeline for resolution or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage; issue was still being assessed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained professional but did not acknowledge customer frustration or repeated effort; tone was procedural, not empathetic.
X2 Partially Met Tone & rapport conf 85%
Agent continued despite customer confusion and connection issues, adapting pace slightly, but did not check comprehension after key instructions.
X3 Not Met Overall experience conf 93%
Customer repeated model, serial, and name multiple times; agent did not use info efficiently, increasing effort.
Call Transcript24 turns · 25 lines
Speaker 1
Hi, Carl. My name's Latoya. I was calling. I was trying to get someone to help with my Internet speed. I just talked to my Internet provider, but they're saying I need to talk to the company that provided my unit. [silence] Hello?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. We'll be happy to help you.
00:00
Speaker 1
That is one, uh, 89 and 94 and I need to see if I can get it to. up to one gig. Yeah. Yes. Um, 3%.Oh, oh, let me get it. I thought it was in my app, but it's not. Yeah. Yeah. I'm grabbing that right now. I have to unplug it.
01:00
Speaker 2
okay so your problem right now is with this speed behind the router we are only getting 89 Mbps ok before we um continue let me just create a record for this can I have the model number and serial number of the router you can check that on the router itself you can check the model number on the router itself on at the bottom or underneath the device
01:00
Speaker 1
um the cereal you need the model and the cereal number the model number is w-h-w-0-3 Linksys the cereal number is two, zero, J1, zero, C,
02:00
Speaker 2
about this. I'm sorry, what's the last number? Okay, let me take, if I got it correctly, that is 20J10C68707431, correct. And the model number it's a WHW03, okay.
02:00
Speaker 1
[silence] CDE broadband Yes. I'm sorry, our cable engine's bad. 931-206-5949 [silence] MILLER. L ATOYA first name Mill first name. M I L L E R. Last name. It's L A T O Y A first name. It's L A T O Y A.
03:00
Speaker 2
and who's your internet service provider? says CD E is Charlie David Edward. right. and how about your phone number, ma'am, to complete your record. how about your first name and last name? uh, say it again? name, okay, so that's Latoya Miller. and how about your um, oh, sorry, the name spells as L A T O Y A or L A N? Toya Latoya. okay. and how about last name? sorry. and?
03:00
Speaker 1
MILERS7411@gmail.com. Yes. The Apple my phone. My phone. [silence]
04:00
Speaker 2
Okay, that's Miller's 7411, correct? at gmail.com. Okay, um, how many uh wireless routers do you have, ma'am? How many Linksys nodes do you have? And by the way, um, the device that you um use to um check the speed, is it a laptop? Is it a desktop or is it like phones? I'm sorry. Um, ma'am, um, are you in a uh speaker mode of your phone? I do apologize.
04:00
Speaker 1
I'm having problems with my phone. So, can you hear me now. I used my telephone, to take the speed. I use the links as up. Yes. [silence] 94. It says they have up to one gigabyte.
05:00
Speaker 2
Yeah, much better. Okay. How did you check mom? Did you access, what website did you use to check the speed? Okay. And then on the app, it shows only 89 mbps of download. How about the upload? And what is your subscription speed from, from your internet provider ma'am?
05:00
Speaker 1
Yeah. Yeah, and they they ran a test too while I was gone. They said that they're showing that I'm not getting the speed that they offer because um, my router speed. Yes. Yes. They said the same thing, 84. Uh-huh. Oh, I thought you said with the router. So with the
06:00
Speaker 2
Have you tried connecting your uh, device like a computer without your, um, linksys, like connecting your computer directly to the um, um, modem to check if you're getting also a good speed. But have you tried mem connecting? Have you checked? Uh, how much you're getting when it's connected to the modem? 84. Without that, that, without the linksys rather when the computer or your device connected straight to your, um SDK modem, you're getting 84 as well.
06:00
Speaker 1
that I haven't done that, I haven't put this straight through the wall through that because they just now set my service up and I don't even know how to do that because the the way the wall is, I think it's coming out of the wall, their internet. Well, what they just changed it to that. So she she tested it. They ran a test and it is. She said the modem was given it to me, but it's my router that's not giving me the full speed. She said that it was 94. Yeah. Yeah.
07:00
Speaker 2
Yeah. Because for us to properly isolate this problem, we need also to test if your modem is giving you the correct subscription that you have. Like the world connection. So how much getting the connection from the from the wall or from the modem? 94. When it's connected to the wall.
07:00
Speaker 1
Right, but when they change it, when they change it, I'm supposed to be getting up to one gigabyte, so they just changed it. And so I'm supposed to be getting more. And so that's why she told me to check with my router to see if there's some settings that I can change to speed or something to get it up to one gigabyte. So I don't want anything connected directly to the wall. I want to do everything wirelessly.
08:00
Speaker 2
So basically, ma'am, if it is 94 only when it's connected to the wall, it's somewhat similar, same thing that you're getting from the router. They're just like five miPS difference. That's like already a good, um, mm-hmm? Mm-hmm? Okay. Yes, ma'am. But just to test, um, since you mentioned that they already updated or upgraded your speed, to, um, really properly isolate the problem, ma'am, is if you mentioned that your subscription right now is up to one gig of, um, speed, um, the linksy router is just a, a pass-through device, so it's dependent from your
08:00
Speaker 1
I'm plugging in here right now. I'm in. Uh, actually, I just, I'm doing it while I'm on the phone with you, and it is giving me one gig directly from the wall. I'm plugged in from my router, plugged it in my computer, and it's saying one gig. Yeah. Uh, it's an Apple laptop. Uh, Apple MacBook. [silence]
09:00
Speaker 2
modem. So we first is you need to test it first. If the modem is giving you that kind of speed like you're up to like 1M G BPS, okay? Then that's the time that you're going to check the router, like possibly you need to like reconfigure the settings of the router. Because if you're only getting 94 from the modem, then basically the speed that you're getting from the router right now, it's that's That's good. On your computer right now. This computer, is it a laptop or is it a desktop?
09:00
Speaker 1
[silence]
10:00
Speaker 2
Okay. So right now, it's connected straight to the modem. Okay. What's the color of the lights on your router right now, ma'am? Okay. Right now, ma'am, your laptop, where is it connected? Okay, directly to the wall, and so that means there's no cable plugged into the router from the wall, correct? So, none to the router, correct? Okay. So, in this case, ma'am, you would probably need to reconfigure this **Setting** to adjust some settings on your router. But before we continue ma'am for any troubleshooting, let me just inform you about the status of this router that you have, the WHW03. Okay. It shows out here on our system ma'am that this router that you have is already out of warranty and complimentary phone support is no longer available. But you don't have to worry ma'am. We do have several options for our out of warranty linksys products. Our first option as you can take advantage of our AI tools, you can be found in our website and that is support.linksys.com. Our second option is this is our one time non-refundable technical support, the troubleshooting can last up to 60 minutes. This is our paid connect service that will cost you $15.
10:00
Speaker 1
be doom thank you for your time I'll just you too but
12:00
Speaker 2
rule on how to troubleshoot your router. Then, after the troubleshooting, if we found out that your device is defective, there will be no refund or replacement, okay? And there's no guarantee as well that we will be able to fix the issue. What wish options would you like to proceed, ma'am? Thank you, welcome again.
12:00